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Title: دور إدارة الجودة الشاملة في تطوير الأداء : دراسة حالة شركة MTN للاتصالات في الفترة من 2016م - 2021م
Authors: نسرين محمود النور محمود
Keywords: الجودة الشاملة
Issue Date: 2021
Publisher: جامعة إفريقيا العالمية
Citation: جامعة إفريقيا العالمية-عمادة الدراسات العليا والبحث العلمي والنشر-كلية العلوم الإدارية-قسم إدارة الأعمال
Abstract: Abstract The research aimed to highlight the role of total quality management in the development of performance, to clarify the extent of the contribution of total quality management to the development of performance in MTN Telecom, and to reveal the role of evaluating the performance of total quality management in MTN Telecom, and to identify the role of quality management and continuous improvement in raising the level of performance of employees In MTN Communications, knowing the extent of the senior management’s commitment to its role in promoting the concept of total quality in the company, and identifying the way to measure the performance of employees. The researcher used the descriptive and analytical approach, and a questionnaire as tools for data collection. The research reached several results, the most important of which is the study confirmed the existence of a statistically significant relationship between customer focus and performance development, as it comes to the fore. Developing performance by focusing on customers, the study revealed a high percentage of approval on most aspects that included a statistically significant relationship between decision-making and performance development in highlighting the role that MTN Communications saves the decision in central computers for reference when needed, and MTN Communications used the techniques Modern decision-making for performance development, and the study showed that there is a statistically significant relationship between continuous improvement and performance development in the aspects of MTN Telecom's maintenance of continuous improvement between the various administrative levels. The study also recommended that the administration pay more attention to holding specialized workshops and courses in decision-making and performance development because it is the axis around which the efforts of all organizations are focused, and the need for the management of MTN Communications to pay attention to continuous improvement because it leads to and develops performance through its knowledge about the nature of work, and to work on Communicate and make it a base for senior management to make MTN Telecom's work in continuity for performance development.
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